Mazda Training manual - part 152

 

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Mazda Training manual - part 152

 

 

Dealing with Complaints 

Curriculum Training 

15 

3.3 

Your Duty of Care to the Customer 

We have just talked about the danger of raising customer expectations.  If their 
expectations are higher than the service they receive, they will complain. 
A complaint is a serious thing – but a serious complaint could result in a claim from the 
customer for the damage they have suffered. 
What complaints could lead to a claim from the customer? 
•  Truth 
 
•  Advice 
 
•  Quality 
 

3.4 

Customer Expectations and Your Duty of Care 

 

AC3 – PART ONE – CUSTOMER EXPECTATIONS

 

 

 

 

Examine the stages of the Customer Process and decide on customer expectations at each one. 
Write your thoughts in the left-hand column, for each stage allocated to you. 
 

AC4 – PART TWO – YOUR DUTY OF CARE – AND POSSIBLE CLAIMS

 

 

 

 

 

Examine the various stages of the Customer Process again, and decide on legal aspects 
that we must comply with to avoid legal problems. 
Write your thoughts in the right-hand column, for each stage allocated to you. 
Here is an example, taken from Stage 6 of the Customer Process, to show what is needed: 

6. Complete repair order 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

–  Clear and correct explanation of a fixed 

price, including parts, labour and taxes, 
and agreement before going ahead 

–  You must explain the total price – or the 

customer may refuse to pay any hidden 
extras 

 

Dealing with Complaints 

 

16 

Curriculum Training

 

 

1. Delivery of the vehicle 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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Dealing with Complaints 

Curriculum Training 

17 

 

2. Introduction of service personnel 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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Dealing with Complaints 

 

18 

Curriculum Training

 

 

3. Active customer contact 

Customer Expectations 

Your Duty of Care – and Consequences 
of Getting It Wrong 

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Content   ..  150  151  152  153   ..